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Sponsored By: TeamSupport

The customer service experience is increasingly one of the most important factors in retaining happy customers.  Yet customers still experience frustration with multiple calls, hold times, and having to repeat their issue to several people before it is resolved. 

The standard “tiered” model of customer support is obsolete, agents are frustrated and customers are suffering.  In today’s fast-paced business world customers expect swift and efficient solutions to their issues.  To provide exceptional customer support, companies must focus on the customer and use collaboration to improve customer service.

Read more to learn:

  • Why tiered support limits customer service
  • How to get the most out of your agents with a collaborative system
  • How existing models of support foster poor customer service
  • How to adopt the new model of collaboration, and create happy customers

Sponsored By: Pegasystems

Check out this infographic to see if your customer service experience is an obstacle course.

If your service organization is like many others, you put too many obstacles between a customer inquiry and its successful resolution:

• Do your customers hop from one disconnected communication channel to another?

• Do your agents weave through multiple, inconsistent systems?

• Does your IT team struggle with changing business requirements and an interminable backlog of requests?

Delivered By: UPS

In the competitive world of retail, merchants must adapt to consumers’ relentless pursuit of convenience and the best merchandise for the best price. Overall customer satisfaction with online shopping is high, at 83 percent, but is only 63 percent for the in-store experience, according to the 2014 UPS Pulse of the Online Shopper™ study, which surveyed 5,800 online U.S. shoppers. The survey suggests that not only is there room for improvement in e-commerce, but that creating a unified omnichannel environment can improve customer satisfaction across all channels as well.

Sponsored By: TeamSupport


So what do you look for in trying to find a B-to-B omnichannel support solution?

How do you evaluate all the competing product claims that are out there, and choose a solution that will grow with you into the future? Here is a handy checklist of criteria that you can use to help guide your team’s decision:

  • Wide range of channels. Seamless, consistent interfaces
  • Cloud-based applications
  • Low entry cost
  • Global view of your customers
  • Reporting
  • Ease of implementation and interfacing
  • Scalability

Donwload this free white paper and learn why omnichannel support is a trend that's here to stay. And, how you can get there today.

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